Sales Operations Service Agent-2

Healthfirst; Pennsylvania; On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

401k

Job summary

Healthfirst in Pennsylvania is seeking a Sales Operations Service Agent to provide exceptional customer service to brokers, agents and uplines. The role handles phone and written inquiries and collaborates with the Sales Operations Management team on service-related projects.

A strong commitment to quality, courtesy, and responsiveness is essential. The position emphasizes high-quality online/phone support, problem resolution across member, employer, and broker inquiries, and ongoing interaction

Qualifications

• Experience delivering quality service across a broad range of business topics.
• Telephonic customer service experience including handling of escalated calls.
• High school diploma or GED from an accredited institution.

Responsibilities

• Provide high quality on-line and telephone assistance to all customers—Member, Small Groups, Commercial Brokers and Medicare Brokers.
• Provide high quality handling of customer inquiries via mail, e-mail, online inquiries and chat sessions.
• Resolve inquiries and issues relating to all aspects of commercial member, employer and broker business.
• Make recommendations to management concerning problems, trends and process improvements.
• Maintain an open exchange of information with internal and external customers.
• Work with Quality Assurance to understand, track and trend quality performance issues.

Skills

Quality service

Telephonic support

Escalation handling

Education

High school diploma or GED

Associates Degree

Tools

Excel

Word

PowerPoint

Outlook

Job description

The Sales Operations Service Agent is responsible for supporting the Sales Operations Service Center by ensuring that brokers/agents and their uplines receive exceptional customer service. The Sales Operations Service Agent fields phone and written inquiries from Brokers/ Agents and their uplines. The Sales Operations Service Agent also works alongside other members of the Sales Operations Management team to address service-related projects as required. This role demonstrates the highest standard of quality service, commitment and courtesy in dealing with both internal and external customers.

Duties/Responsibilities

• Provide high quality on-line and telephone assistance to all customers- Member, Small Groups, Commercial Brokers and Medicare Brokers
• Provide high quality handling of customer inquiries, via mail, e-mail and on-line inquiries and chat sessions
• Resolve inquiries and issues relating to all aspects of commercial member, employer and broker business:
• • Member, Broker and Employer questions and issues regarding eligibility, benefits, claims process, Medicare and Commercial product questions and various other customer support functions
  • Employer/Broker questions and issues regarding group credentialing, commissions, member rosters and eligibility, premium bills, premium payments and reconciliation and service related projects
• Make recommendations to management concerning problems, problem trends and process improvement
• Maintain an open exchange of information with internal and external customers
• Work with Quality Assurance team to understand, track and trend quality performance issues
• Additional duties as assigned

Minimum Qualifications

• Experience providing quality service across a broad range of business topics
• Telephonic customer service experience including handling of escalated calls
• High school diploma or GED from an accredited institution

Preferred Qualifications

• Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook
• Conflict resolution experience
• Experience handling complex situations and/or projects
• Healthcare industry experience
• Associates Degree from an accredited institution

Compliance & Regulatory Responsibilities: N/A

License/Certification: N/A

Hiring Range*

• Greater New York City Area (NY, NJ, CT residents): $48,600 - $65,960
• All Other Locations (within approved locations): $42,200 - $62,400

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

• The hiring range is defined as the lowest and highest salaries that Healthfirst in "good faith" would pay to a new hire, or for a job promotion, or transfer into this role.